IT Service Operations Manager - Weekday or Weekend Shifts / Remote

***IT SERVICE OPERATIONS MANAGER***

Remote Role - U.S. or Canada

PURPOSE OF THIS ROLE

The IT Service Operations Manager or Duty Shift Manager is responsible for overseeing the efficient and effective day-to-day operations of a team of up to 30 skilled engineers in support of our Azure based hosting operations. This critical role ensures seamless user experience by managing staff, processes, and technologies to deliver exceptional support and business continuity for our large client base of hospital and health systems worldwide.

JOB OVERVIEW

You will lead a cross functional team of experienced technology engineers across Database, Network, Citrix and Operating Systems, driving a culture of continuous improvement and ensuring adherence to ITIL/ITSM best practices. You will be responsible for setting performance metrics, monitoring key performance indicators (KPIs), and implementing strategies to improve service levels and user satisfaction.

This is a rotational shift-based position with either Weekday or Weekend schedules. Your shift will rotate, along with your team, on a monthly basis to ensure both consistent service coverage and an opportunity to grow.

Weekday Role (Eastern Time Zone)

Weekend Role (Eastern Time Zone) 

KEY RESPONSIBILITIES

1. Lead and manage a team of technology engineers, providing coaching, development, and performance management.
2. Oversee all aspects of service operations for an assigned shift, including incident, service request, problem, and change management.
3. Define, document, and enforce service delivery processes and procedures to ensure consistent service delivery.
4. Analyze service delivery metrics and identify areas for improvement, developing and implementing solutions.
5. Escalate critical incidents and manage relationships with third-party vendors for timely resolution.
6. Ensure adherence to IT security policies and procedures.
7. Track and report on service delivery performance to stakeholders, including key metrics and SLAs.
8. Stay current on IT industry trends and best practices in service desk management.

QUALIFICATIONS

• Bachelor's degree in information technology, computer science, or a related field, or relevant years of experience.
• 12+ years of relevant work experience to include information technology and client support.
• 4+ years of experience in IT service desk operations management.
• Proven experience leading and motivating a team in a fast-paced environment.
• In-depth knowledge of ITIL/ITSM principles and methodologies.
• Strong understanding of IT service delivery tools and technologies (e.g., ticketing systems, knowledge base platforms).
• Excellent analytical and problem-solving skills.
• Superior communication, interpersonal, and leadership skills.
• Ability to prioritize tasks, manage multiple projects, and meet deadlines effectively.

WORK LOCATION AND TRAVEL

• This is a remote role based in the U.S. or Canada.
• Travel is minimal.